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Position: Social Media Executive
Company: Sheer Logic Management Consultants (SLMC)
Contract Type: Full-time
Qualification: Diploma
Location: Not specified
Context: Our client, a leading organization, is seeking a dynamic and customer-focused Social Media Executive to manage their social media platforms and deliver exceptional online customer engagement. The successful candidate will be responsible for responding to customer inquiries, resolving complaints, monitoring social media conversations, promoting products and services, and enhancing the overall customer experience on digital platforms.
Responsibilities:
Manage customer interactions on social media platforms, including Facebook, X (formerly Twitter), Instagram, LinkedIn, TikTok, and other digital channels.
Respond promptly and professionally to customer inquiries, comments, and complaints.
Deliver exceptional customer service through quick issue resolution and effective communication.
Escalate complex customer issues to relevant internal teams for resolution.
Monitor online conversations and identify opportunities to improve customer engagement.
Promote the organization's products and services through positive customer interactions.
Prepare daily and periodic reports on social media performance and customer interactions.
Stay informed about emerging social media trends, tools, and best practices.
Support initiatives to enhance customer satisfaction and brand reputation.
Collaborate with internal teams to ensure consistent messaging and service delivery.
Desired Profile:
Degree in marketing, public relations, communications, or a related field.
Proven experience managing social media platforms in a customer service or digital engagement environment.
At least 5 years of experience in customer service or 2 years of experience in service recovery.
Required Skills:
Excellent written and verbal communication skills.
Strong customer service orientation with the ability to resolve customer concerns professionally.
Good understanding of social media management and digital communication.
Knowledge of website analytics and social media monitoring tools is an added advantage.
Strong organizational skills and attention to detail.
Ability to work in a fast-paced, performance-driven environment.
Flexibility to work in shifts.
Customer focus.
Excellent communication skills.
Strong interpersonal skills.
Problem-solving and analytical thinking.
Time management and organization.
Teamwork and collaboration.
Adaptability and resilience.
Attention to detail.
Digital and social media literacy.
Positive attitude and professionalism.
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